Be a BBVA Compass leader achieving client and operational excellence with management responsibilities and clear career path opportunities. Demonstrate exceptional client experience leadership overseeing all aspects of customer service and operational standards. Drive digital sales by leading client digital migration, engagement activities and demonstrations. Monitor and control teller line procedures and protocols for all clients and operational transactions maintaining regulatory and audit compliance. Manage and develop a first class Branch Associate/Teller workforce focused on employee satisfaction and career development.
Client Experience Overview: Responsible for delivering an exceptional client experience. Focus on service excellence and achieving client experience goals as measured and reported through Passion for Customer Accelerator (PfCA). Positively impact branch sales activities by managing all operational and service tasks working to achieve NPS goals and operational standards.
Direct Management Overview: Responsible for the direct management of the Senior Branch Associate/Senior Teller and Branch Associate/Teller staff.
Operations and Compliance Overview: Manage operational functions including loss control, compliance, audit standards, paying and receiving transactions, regulatory compliance and bank policy and procedure. Supervise and develop individual team members' understanding, implementation and execution of all policies, procedures, products, systems and banking transactions to ensure sound decision making.
Digital Client Engagement and Lobby Management Overview: Effectively manage the flow of clients, directing them to the appropriate channel based on complexity of requests, relationship, sales potential and wait time. Drive and lead focus on digital sales by managing and maintaining consistent digital migration practices and processes. Educate teammates to be digital service advocates helping clients with ATM, mobile & online demonstrations and allowing clients to bank how and when they want.
Management Responsibilities in Absence of a BRE Overview: The Client Experience Operations Manager will act as the backup manager when the Branch Retail Executive is out of the branch.
Security Overview: Manage security inside and outside of the branch in compliance with the security manual and safety standards.
1. Bachelors degree or equivalent professional experience.
2. Minimum of three years retail branch operations experience as a Branch Associate / Teller / Lead Branch Associate / Associate Manager or other branch operational experience. Minimum of two years for grade level 10.
3. Two years previous supervisory and/or lobby management experience. One year for grade level 10.
4. Excellent verbal and written communication skills.
5. Focus on problem resolution.
6. Display a friendly and helpful attitude and have the ability to positively interact with clients and teammates.